Complaints Handling Policy
How to complain, what happens next, and the deadlines we hold ourselves to.
Last updated 8 July 2026
How to reach us
- In the app: open the trip and choose “Get help” — the fastest route, because the trip record comes with the complaint.
- On this site: submit a support request with the category that fits.
- By email: support@namcab.com.
- Safety emergencies: use the in-app SOS button, and call 10111 for police assistance first if anyone is in danger.
Our service standards
If a case will take longer — for example where the police are involved — we tell you, and we keep you updated rather than going quiet.
| Type | Acknowledged | Resolved (target) |
|---|---|---|
| Safety incidents | Urgently, ahead of all queues | Case-by-case, with regular updates |
| Fare disputes & refunds | Within 2 business days | Within 14 days |
| General complaints | Within 2 business days | Within 14 days |
| Accessibility barriers | Within 2 business days | Triaged as defects, prioritised |
How complaints are handled
- 1Your complaint is logged with a reference and categorised (payment, safety, conduct, lost item, app issue, other).
- 2A support agent reviews it alongside the trip record where one exists.
- 3You receive an outcome and the reasons for it — not just a closure notice.
- 4If the outcome includes a refund or account action, the relevant policy (Refunds, Deactivation & Appeals) governs the details.
If you are not satisfied
Reply to the outcome and ask for escalation: a senior reviewer not involved in the original decision will re-examine the case. Nothing in this process limits your right to pursue remedies under Namibian law, including under the Electronic Transactions Act 4 of 2019.
Complaints about NamCab itself
Complaints about our policies, our people or our handling of a matter — rather than about a trip — go to the same channels and are routed to management rather than the ordinary support queue.
Questions about this policy?
If this policy affects a trip you took or an issue you're facing, our support team can help — fare disputes, reports and appeals all start with a support request.
Submit a support request